Customer Service Agent
Resume:
John Harbin
Arab, AL *****
*********@*****.***
Professional Summary
Hardworking, self-motivated, customer service agent (CSA) with many years in customer facing positions. Highly organized, initiative-taking and punctual with team-oriented mentality. Previously a Certified Professional Trainer, IBCT Certificate Code: IBCT/TS-CPT-2019-09, and courseware architect, with many years of experience in designing and conducting software technical training classes. Most recently an airport customer service agent and an Operations Load planning agent supporting major air carriers. As an Operations agent, responsible for planning weights and balances and generating a safe load plan for departing aircraft. Also worked at the ticket counter checking in customers for flights, tagging baggage and using a reservations computer system to modify travelers itineraries or booking new itineraries. The CSA also worked at the gate overseeing the boarding and departure process for flights. Authorized to work in the US for any employer
Work Experience
Customer Service Agent
Huntsville International Airport
September 2020 to Present
• Checking in and ticketing passengers
• Escorting passengers to and from aircraft
• Resolving customer complaints
• Assisting with misplaced customer baggage
• Handle credit cards with accuracy and properly account for all collections and conduct the appropriate airline closeout procedures.
• Plan aircraft baggage loading for safe weights and balances
• Teaching and evaluating required safety classes
• Station LRA (Learning Resource Administrator) entering employees completed safety training classes were documented in the Learning Management System
Senior Consultant / Coordinator of Certification Training - Information Management
Intergraph Corp PPM/Hexagon
May 2015 to May 2020
• Designed and created solutions training for SaaS systems
• Update certification training classes to match new software versions with new functionality
• Update the certification testing question bank to match new software versions/functionality.
• Present and conduct new instances of the certification training classes including hands-on practical exercises, written (electronic) chapter tests and a final hands-on practical.
• Implemented the certification objective to have students' stand-up (implement) a working system at the end of class to attain a "Certification" in that product. SmartPlant Owner Operators Training Manager
Intergraph Corp PPM/Hexagon PPM
July 2013 to May 2015
• Designed and implemented a training certification program for two software document information management products
• Was the courseware architect to design and create a software training course to determine the competency and detailed understanding for a software product to be implemented by partners and third- party implementation teams.
* Created the course material in the form of a course guide, hands-on practical exercises, electronic chapter tests and a final hands-on practical.
* The objective is to have students' stand-up (implement) a working system at the end of class to attain a "Certification" in that product.
* Conducted this class internationally for Intergraph field personnel, third party SI's (system implementers) and customers.
* Used the first certification training course as the template to replicate a software training/certification course for another document information management integrated product.
* Conducted this class internationally for Intergraph field personnel, third party SI's (system implementers) and customers.
Education
B.A in Communications
The University of Alabama
Skills
• Relational database management systems
• Workshop coordination / Classroom expertise
• Software Validation and Quality Assurance
• Public speaking
• Electronic Data/Document Management
• Training program development / courseware architect
• In 2013, tasked with creating a software competency training program that included conducting training and testing to measure the student skills and proficiency in specific engineering software systems like programs offered by Microsoft and Oracle.
• Data Analysis
• Windows / Windows Enterprise Server
Certifications and Licenses
Driver's License
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